Frontline security

Security officers deter criminal acts and serve as a physical reminder of public safety, but they can often go unrecognised. Kieran Mackie, Managing Director at Amulet, discusses the importance of recognising the daily efforts of frontline security officers

When we think about safety at work or on our commutes, we often think of emergency services. The police arriving on the scene, paramedics attending a medical emergency or fire services reacting to a catastrophe. Though emergency responders are vital, they cannot be everywhere at once.

Frontline workers are often the unseen yet absolutely vital components of public safety, overseeing the compliance, engineering, and cleanliness of our offices, civic buildings, and train stations. In these areas, security officers act as a layer of protection, deterring criminal acts and serving as a physical reminder of safety measures.

Frontline officers often face life-threatening situations, but their work can go overlooked. In 2025, recorded crime in England and Wales stood at 9.3 million cases (June 2024–June 2025), with knife crime accounting for 51,527 offences.

When incidents happen, security officers are often the first on the scene to handle situations effectively and safely before emergency services arrive. And though it’s part of their daily job, it requires constant vigilance that rarely makes the headlines.

STORIES FROM THE FRONTLINE

Modern security is not just about protecting assets. Instead, it requires active involvement in the communities they serve. From multi-tenant offices to train stations, officers act as a clear point of contact.

Different sites each come with unique challenges. In Manchester, for example, we have 113 TravelSafe Support & Enforcement Officers working across its bus fleet, creating a larger network of responsive and constantly mobile teams. These officers are responsible for monitoring and responding to threats or incidents, working with witnesses, and aiding individuals, the police, and ambulance services.

In 2025, I witnessed the lengths officers go to protect others. For example, in Bolton, two men came into the station, one with a machete, fighting each other and members of the public. The Bolton team immediately sprang into action, tracking the men as they fled and providing the police with their exact locations, leading to their detention. Without hesitation, officers put themselves in danger to protect the public, remaining clear and organised.

Day-to-day security is often about helping beyond the job description. When a man was attacked by an XL Bully dog, two officers freed him from the dog’s grip and, faced with a long ambulance wait time, took him to the hospital. These officers stepped into harm’s way to save someone from a potentially fatal attack and continued providing support when another emergency service was overrun. Officers often step up to keep their communities safe as quickly and effectively as possible.

Without officer presence, incidents could quickly become catastrophic. Public spaces and transport hubs depend on officers to keep people safe, provide an assuring presence, and intercept incidents before they escalate.

RECOGNISING DAILY EFFORTS

These examples represent just some of the realities of frontline work. But officers do an incredible job every day, and acknowledging these efforts is crucial for building support networks and keeping employees motivated. Employees receiving high-quality recognition are around 65 per cent less likely to actively search for a new role, so these acts support the business and bring staff together at the same time.

Industry awards and hosting annual award events are one way to recognise standout acts of bravery, consistent effort, and the significant milestones of team members. For example, our Amulets awards allow us to celebrate individuals like Daniel Smith. When he found that young homeless people were using local train stations as places to stay, he set up a referral scheme with a local youth homelessness charity to help find them safe accommodation. As a result of his efforts, he won the Heart of Amulet category for his safeguarding work that engaged with the wider community.

Though we host our Amulets awards annually, organisations shouldn’t limit recognition to one day a year. In an industry where officers often work 12-hour shifts in small teams, if not alone, there is a need to dedicate time and resources to frontline celebrations frequently.

For security providers, quarterly awards can embed recognition more regularly into colleagues’ work. For everyday operations, on-the-spot rewards also immediately show colleagues that their work is appreciated, like vouchers or smaller tokens of gratitude. Awarding efforts like these publicly appreciates the non-emergency work officers do day in, day out.

THE MODERN SECURITY OFFICER

Modern security officers are integral to the smooth operation of public buildings and shared spaces, working closely with facilities teams and the public.

Security officers are vital players in FM, and we need to recognise their impact. Yes, they save lives, but their presence makes the communities around them safer every day. Officers who feel valued perform better, and workplaces that support a culture of recognition improve through the collective effort of their people.

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